#m25movers #policy #privacy
Terms of Business
These conditions explain the rights, obligations, & responsibilities of all parties to this Agreement. Where we use the word “you” or “your” it means the Customer: “we”, “us”, “our” or “Company” means M25 Systems Limited or and/or any affiliated Company whose Registered Office is at Second Way, Wembley. “M25 Movers” is the name under which we trade. “Work” means moving, collection, delivery, shipping, packing, storage or related services.
These terms & conditions can be varied or amended but only subject to prior written agreement. Your attention is drawn to Clauses 8, 9, 10 & 11 which limit our liability & you should therefore consider specialist insurance to cover Your goods or premises. If arranged this insurance will form a separate agreement between you & the Insurers & Separate conditions will apply. As we aim to reduce use of all natural resources many of our records are electronic & thus when documents of any sort are referred to in this agreement this includes emails, pages on our website or the screens & memory of handheld portable computing &/or communication devices.
Some of our services are provided without an advance site survey. Our charges for such moves are based on actual materials used & labour & vehicle time taken to complete the work unless otherwise agreed & confirmed by us in writing our time-based charges start from arrival at first collection point until departure from last delivery point & includes all travelling time including time spent in traffic, any time spent maintaining the vehicle’s load-space in a tidy & safe condition as necessary throughout & at the end of the work, refuelling the vehicle, time spent retrieving from or delivering to warehouses if the work involves property in storage. Please note that weekend collection/delivery may involve substantial additional time & cost.
In all circumstances, at the time of booking you must provide us with valid credit or debit card details. These will be securely retained until completion of your move. Completion of your move is considered to be after we have completed all administrative procedures related to the aftermath of your move.
If you book via our website or request a quote on the telephone (rather than arranging an on-site survey) we will provide you with A time estimate & breakdown of our charges (including hourly rate) & the amount of the deposit we require. Since this estimate is based on broad standard industry costing principles applied to information you provide & without exact knowledge of the individual circumstances of your site or individual requirements, this estimate is not binding on us & the price & time charge rates are not fixed; they may vary depending on different factors. If the Work is completed in less time while the chargeable time may decrease the time charge rates may increase, if the Work is completed in more time the chargeable time may increase but time charge rates may decrease.
We may if you request us to do so carry out an advance site survey & then issue you with a Quotation which will be binding & fixed. It will include the cost of materials, labour & vehicles & any mileage charges applicable. However if we provide a Quotation, unless otherwise stated,
1.4.1 It does not include insurance, Customs duties & inspections or any other fees or taxes payable to government bodies.
1.4.2 We may change the price or make additional charges if circumstances are found to apply which have not been taken into account when preparing our Quotation & confirmed by us in writing. These include:
126.96.36.199 Changes in our availability due to supply and demand factors.
1f.4.2.2 Our costs change because of currency fluctuations or changes in taxation or freight charges beyond our control.
188.8.131.52 The Work (including handling of or access to property in storage) is carried out at your request on a Saturday, Sunday, or Public Holiday or outside normal hours (08.00-18.00hrs) or after the Quotation is issued you change the date or time of the Work.
184.108.40.206 We have to collect or deliver goods at your request above the ground floor & first upper floor.
220.127.116.11 If you deliver or collect some or all of the goods to or from the warehouse, we are entitled to make a charge for receiving or handing them over.
18.104.22.168 We supply any additional services, including Work arising from extra goods (these conditions apply to such Work).
22.214.171.124 The items do not fit in the lift and this was not notified to us at the time of booking, and/or the stairs, lifts or doorways are inadequate for free movement of the goods without mechanical equipment or structural alteration, and/or the approach, road or drive is unsuitable for our vehicles &/or containers to load &/or unload within 20 metres of the doorway.
126.96.36.199 We have to pay parking or other fees, charges, penalties & fines in order to carry out services on your behalf.
188.8.131.52 There are delays or events outside our reasonable control which increase or extend the resources or time allowed to complete the agreed Work.
184.108.40.206.1 For delays outside of our control, we charge in accordance with the following: Up to 2 hours delay: £0, 2-5 hours delay: £180, 5-10 hour delay £475, 10-12 hour delay: £675. For more than 12 hour delay, we will charge a further £100 per hour for every additional hour of waiting.
220.127.116.11 We agree in writing to increase our limit of liability set out in Clause 8.1.
18.104.22.168 In any such circumstances, adjusted charges may apply & become payable.
Items booked on promotion, such as cleaning and handy man services will be provided on the day of move or the week of move (at the Company’s complete discretion). If the customer wishes to select a day of choosing, additional charges will apply.
The quoted number(s) of van(s) and crew are an estimate only and may change on moving day; to be determined by our logistics department.
02/24Work We Will Not Carry Out & Which Is Not Included In Any Estimate or Quotation Unless Specifically Stated
2.1.1 Dismantle or assemble unit or system furniture (flat-pack), fitments or fittings.
2.1.2 Dis/re-connect, dismantle/re-assemble appliances, fixtures, fittings or equipment.
2.1.3 Take up or lay fitted floor coverings.
2.1.4 Move items from a loft, unless properly lit & floored & safe access is provided.
2.1.5 Move or store any items excluded under Clause 4. Our staff are not authorised or qualified to carry out the above Work & if they do so it is without our consent & we accept no liability for it.2.2. We will dispose of goods or waste but subject to written confirmation & payment of additional charges & disposal fees. 2.3. We will not carry out any Work involving a site, consignment or circumstances which in the view of our staff is likely to prejudice health & safety or cause breach of any law.
2.3.1 We retain the right not to commence or not to continue any Work for reasons of health & safety or legality & we shall be entitled to retain any deposit & charge for any Work done up to that point.
3.1.1 Declare to us, in writing, the value of the goods subject of the Work. If it is subsequently established that the actual value of the goods removed or stored is greater than the actual value you declare, you agree that our liability under clause 8.1 & 8.2 will be reduced to reflect the proportion that your declared value bears to their actual value.
3.1.2 Arrange adequate insurance cover for the goods subject of the Work, against all insurable risks as our liability is limited under clauses 8.1 & 8.2.
3.1.3 Obtain at your own expense, all documents, permits, permissions, licences, Customs documents necessary for the Work to be completed.
3.1.4 Remain present or represented preferably during the Work but certainly at the collection & delivery phases.
3.1.5 Sign our agreed inventories, receipts, job sheets, time sheets or other relevant documents by way of confirmation of collection or delivery of goods or labour or vehicle time. If you do not sign any of these items for any reason you authorise our representative to sign them on your behalf & any charges or other consequences arising will be as if you had signed yourself.
3.1.6 Take all reasonable steps to ensure that nothing that should be removed is left behind & nothing is taken away in error.
3.1.7 Arrange proper protection for goods left in unoccupied or unattended premises, or where other people such as (but not limited to) tenants or Workmen are, or will be present.
3.1.8 Prepare adequately & stabilise all appliances or electronic equipment prior to the Work.
3.1.9 Empty, properly defrost & clean refrigerators & deep freezers. We are not responsible for the contents.
3.1.10 Provide us with a telephone number & contact postal and email address for correspondence during removal transit &/or storage of goods.
3.1.11 Truthfully & conscientiously complete the questions in the Online Booking Form if you book online.
3.1.12 Arrange for the necessary parking space for our vans on both pickup and delivery address.
3.1.13 When choosing to do your own packing, we will send you instructions demonstrating how to correctly pack. If you pack incorrectly and as such, the goods do not fit into our vans, you may incur extra costs.
3.1.14 We appreciate your offer to help, but our teams are tight efficient units who work best alone, with minimum interference. Also, our movers are covered in the case of injury, but if you really insist on helping, we’re afraid we cannot be held responsible for any damage to you or the goods when you’re carrying. And for safety reasons, only members of our team can enter in the back of the van, not clients. Except right at the end of the move when we’ll ask you to check the van. And even then, you’ll need one of our guys escorting you.3.2 Other than by reason of our negligence or breach of this contract, we will not be liable for any loss or damage, costs or additional charges that may arise from failure to discharge these responsibilities & may cancel the Work at our discretion without any further liability to you.
4.1.1 Prohibited or stolen goods, drugs, pornographic material, potentially dangerous, damaging or explosive items, including gas bottles, aerosols, paints, firearms & ammunition.
4.1.2 Jewellery, watches, precious stones or metals, money, deeds, securities, bonds, tickets, stamps, coins, or goods or collections of any similar kind.
4.1.3 Plants or goods likely to encourage vermin or other pests or to cause infestation or contamination.
4.1.4 Perishable items &/or those requiring a controlled environment.
4.1.5 Any animals, birds or fish.
4.1.6 Goods which require special licence or government permission for export or import.4.2 If we do agree to carry out Work on such goods, we will not accept liability for loss or damage unless we are negligent or in breach of contract, in which case all these conditions will apply. If you submit such goods without our knowledge we will make them available for your collection & if you do not collect them within a reasonable time we will apply for an appropriate Court order to dispose of any such goods found in the consignment without notice. You will furthermore pay to us any charges, expenses, damages, legal costs or penalties incurred by us.
5.1.1 The goods subject to the Work are your own property, or
5.1.2 The person(s) who own or have an interest in them have given you authority to make this contract & have been made aware of these conditions.
5.1.3 You will pay us for any claim for damages &/or costs brought against us if either warranty 5.1.1 or 5.1.2 is not true.
6.1.1 All changes or cancellations must be made in writing to our email account. The charges will in ordinary circumstances be as follows, but the policy may be overridden at our discretion. How we use our discretion will be influenced by external events and by customer’s individual circumstances.
a) Cancelled or postponed 14 calendar days or more before the day on which the Work was due to commence – No charge other than forfeiture of deposit where applicable.
b) Cancellation or Postponement less than 14 days – up to 100% of the Removal Charge will be applied
c) We will charge this Cancellation fee to your credit or debit card.
d) Any such charges shall be subject to the payment requirements of clause 7 below.
e) Any refund of deposit made by bank transfer as opposed to cc/dc will be subject to £35.00 admin fee.
f) For the moves out of storage we require at least 1 week notice in order to accommodate your request. or 5.1.2 is not true.
7.1.1 Payment is required by cleared funds in advance of the removal or storage period although we may under certain circumstances commence Work on payment of a deposit & accept payment of the balance of our charges on completion of the Work. In all circumstances payment must be made before the moving crew has left your property. In the case of all moves going outside of London (both within UK or internationally), full payment will be required in advance of the removal via BACS.
22.214.171.124 If your move requires any external service, such as a ferry, payment for this must be provided to us at the time of reservation.
7.1.2 Payment for your move can be in the form of bank transfer (prior to moving day), credit card (Visa and Master card or AMEX, minimum payment £500), debit card (minimum payment £500) or cash. Regardless of the method of payment you choose, a valid credit or debit card must be provided upon reservation. If you choose to pay via BACS, we offer a 2% discount off the Removal Charge.
7.1.3 By providing us with your credit/debit card details, you are authorising us to use that card, to charge you in full for your move and to charge you for any ancillary payments.
126.96.36.199 As such and unless you have paid for your move in advance by bank transfer or by cash, our office will, on moving day immediately charge your card for the full amount owed.
188.8.131.52 Any additional charges which may become due in the aftermath of your move (i.e box collection charges), will also automatically be applied to your card.7.2 In the event that you do not pay us when payment is due, you will be liable to pay us the following ongoing fees until payment has been made in full:
7.2.1 An administration charge of £15.00 for each occasion that we communicate or attempt to communicate with you by post, email or telephone.
7.2.2 Interest on the overdue amount at the rate of 12.5% per month accruing on a daily basis.
7.2.3 If at any time further to the completion of your move, we find that, due to either our error of yours, full payment was not received, we will inform you of this via email and immediately charge your credit or debit card for the full amount owed.
7.2.4 If you are unhappy with the service provided or have a claim to make against the Company, you must still fully pay for your move at the time of your move. You will then be able to make use of our claims process.
7.2.5 If you have failed to fully pay for your move within 48 hours of its completion, we will submit your case to our payment collection team. They will contact you directly to notify you of their charges.7.3 Additional charges
7.3.1 Waiting time: In any events where our vans/crews are being delayed due to logistical issues that are not of our own making (i.e. no house keys, house cleaning) a charge of £60 per hour/van (£1 per minute) will be added to your total. For move outside the M25 belt a charge of £90.00 per hour/van will apply.
7.3.2 Other additional charges may be applied as applicable on moving day.
7.3.3 Box pick ups in the aftermath of your move: If boxes are not ready to be collected at the scheduled time or are not usable because of damage, a £120.00 charge will be applied to your account.
8.1.1a We will not be liable for any damage or loss to your goods, without clear evidence demonstrating that our movers caused the loss or damage as a result of gross negligence; and in all circumstances our liability is subject to the entirety of these terms and conditions and also to the below:
8.1.1b In the event of our gross negligence resulting in loss of or damage to your goods, we shall not be liable for the first £250 of any claim and for any claim exceeding this amount we shall pay out on an indemnity basis, and up to a maximum of £100,000.
8.1.1c If we cause loss or damage to your goods for removal as a result of our gross negligence, our liability shall be limited to making good to a reasonable standard, the damaged area only.
8.1.2 Under no circumstances will we be liable for any other losses which may flow from the damage caused to your goods, such as transport and delivery costs or hire charges or injury to feelings etc.
8.1.2 Prior to the commencement of Work & subject to payment by you of an additional fee, us having confirmed to you in writing & our having received your itemised valued inventory (see 3.1.1) we may agree to increase our liability to an amount more than £100,000 & no more than £150,000.
8.1.3 We will not unreasonably withhold consent to such requests. These changed liabilities are not insurance cover & you are strongly advised to ensure that your property is adequately insured during the removal & to show this contract to your insurance company.8.2 For goods destined to, or received from a place outside the United Kingdom.
8.2.1 We will accept liability for loss or damage
(a) arising from our gross negligence, whilst the goods are in our physical possession.
In either circumstances clause 8.1.1 & 8.1.2 above will apply.
8.2.2 Where we engage an international transport operator, shipping company or airline to convey your goods to the place, port or airport of destination, we do so on your behalf & subject to the terms & conditions set out by that carrier.
8.2.3 If the carrying vessel/conveyance, should for reasons beyond the carrier’s control, fail to deliver the goods, or route them to a place other than the original destination, you have limited recourse against the carrier, & may be liable for General Average contribution (e.g. the costs incurred to preserve the vessel/conveyance & cargo) & salvage charges, or the additional cost of onward transmission to the place, port or airport of destination. These are insurable risks & it is your responsibility to arrange adequate marine/transit insurance cover.
8.2.4 We do not accept liability for goods confiscated, seized, removed or damaged by Customs Authorities or other Government Agencies unless we have been negligent or in breach of contract.8.3 For the purposes of this Agreement an item is defined as:
8.3.1 The entire contents of a box, parcel, package, carton, or similar container; &
8.3.2 Any other object or thing that is moved, handled or stored by us.
9.1.1 Where third party contractors are present, we will not accept any responsibility for loss or damage if it is not reported to us while the movers are present;
9.1.2 If we cause loss or damage to premises or property other than goods for removal as a result of our gross negligence, our liability shall be limited to making good to a reasonable standard, the damaged area only. We will not, however, in any circumstances, undertake or pay for painting work.
9.1.3 If we cause damage as a result of moving goods under your express instruction, against our advice, & where to move the goods in the manner you have instructed is likely to cause damage, we shall not be liable.
10.1.1 By fire howsoever caused
10.1.2 By war, invasion, acts of foreign enemies, hostilities (whether war is declared or not), civil war, terrorism, rebellion &/or military coup, Act of God, third party industrial action or other such events outside our reasonable control.
10.1.3 By normal wear & tear, natural or gradual deterioration, leakage or evaporation or from perishable or unstable goods. This includes goods left within furniture or appliances.
10.1.4 By moth or vermin or similar infestation.
10.1.5 By cleaning, repairing or restoring unless we arranged for the Work to be carried out.
10.1.6 By change to atmospheric or climatic conditions.
10.1.7 For any goods in wardrobes, drawers or appliances, or in a package, bundle, carton, case or other container not both packed by us using materials supplied by us & unpacked by us at the time of delivery.
10.1.8 For electrical or mechanical derangement to any appliances, instrument, clock, computer or other equipment unless there is evidence of related external damage.
10.1.9 For any goods which have a pre-existing defect or are inherently defective.
10.1.10 For animals & their cages or tanks including pets, birds or fish.
10.1.11 For plants.
10.1.12 For perishable items &/or those requiring a controlled environment.
10.1.13 For items referred to in Clause 4.
10.1.14 For items made of pressed wood. (for example certain items made by IKEA)
10.1.15 Due to high volume of moves, we will not provide compensation for, or consider claims submitted as a result of, late arrival or departure on Saturdays. Please consider this clause when choosing your booking day.
10.1.16 For damages or costs resulting indirectly from, or as a consequence of, loss, damage, or failure to produce the goods including but not limited to loss of use or amenity or to loss of profit or anticipated profit.
10.1.17 For any item costing over £100.00 for which you failed to produce a receipt confirming purchase date and cost.
10.1.18 For sentimental value.
10.1.19 For claims for emotional stress or injury to feelings.
10.1.20 For any and all items which are older than 3 years old.10.2 No employee or contractor of ours shall be separately liable to you for any loss, damage, mis-delivery, errors or omissions under the terms of this Agreement. 10.3 Our liability will cease upon handing over goods from our warehouse (see Clause 11.2 below). 10.4 Where claims against us are made by anyone other than you & your agent in respect of goods or services provided by us under this agreement you will be liable to pay & indemnify us against any charges, expenses, damages or penalties claimed against us. 10.5 If during the storage period, you or your agent access your unit (whether supervised or not), all insurance coverage will be revoked, unless a new inventory is made at your cost.
11B.1 We have a thorough complaints and claims procedure in place and where you are unhappy with any aspect of your move, you agree to fully utilise this service giving us the opportunity to rectify the problem, before posting a review about us.
11B.2 Negative reviews cause significant reputational and therefore financial damage and where you have failed to comply with 11B.1, we will seek to recover our losses through all means available, including through the courts. We will also seek to fully recover our costs in doing so.11C Chargebacks
11C.1 All of our charges are made strictly in compliance with our terms and conditions. If you have any concerns about our service, you agree to utilise our complaints and claims procedure to allow us to rectify the problem. You agree not to request a chargeback through your credit card company or to raise a dispute with the bank.
11C.2 Chargebacks cause us significant financial losses and administrative and reputational cost. As such, we will always fully defend chargebacks through the credit card issuer/bank. We will also always and concurrently fully recover our losses through all means available, including through the courts. We will also seek to fully recover our costs in doing so.
14.2 If you do not provide an address or respond to our correspondence or notices, we may publish such notices in a public newspaper in the area to or from which the goods were removed. Such notice will be considered to have been received by you seven days after the publication date of the newspaper. If we are unable to contact you, we will charge you any reasonable costs incurred in establishing your whereabouts.
To take steps towards reducing our carbon footprint, we now only use recyclable, multi use plastic crates. These boxes are expensive and we loan them to you under strict conditions. They must always be returned in good condition and promptly.
For moves which take place on Sunday- Tuesday box collection will take place the following Sunday.
For moves which take place Wednesday-Saturday, box collection will take place on the Sunday after the following Sunday.
If the boxes are not ready to be collected on your scheduled day but you have not informed us of this, a £120 charge will be applied to your credit/debit card. The charges in 19.4 will also apply.
If the boxes are not ready to be collected on your scheduled day, you will be charged £1 per box per late day. You will continue to be charged even once the boxes are ready for collection, until the day that we collect them. We will never cause you to wait until longer than the following Sunday for the next collection (excepting exceptional circumstances).
If the boxes are lost, damaged, not in the same condition as when they were loaned to you or in anyway mistreated by yourself or your agent, a £25 charge per missing/damaged box will be applied to your credit/debit card.
If the boxes are left outside in an unsecured area (mistreatment) (without our written agreement), regardless of damage, a £120 charge will be applied to your credit/debit card
We have the right to choose the method & route by which to carry out the Work.
Unless it has been specifically agreed otherwise in writing in our Quotation, other space/volume/capacity on our vehicles &/or the container may be utilised for consignments of other customers.
We will use our reasonable endeavours to provide you with up to date information to assist you with the import/export of your goods. Information on such matters as national or regional laws & regulations which are subject to change & interpretation at any time is provided in good faith & is based upon existing known circumstances.
It is your responsibility to seek appropriate advice to verify the accuracy of any information provided.
This contract is subject to the laws of England & Wales.